Sr. Manager of Customer Experience & Fulfillment

Location: Fully Remote, US
Job Type: Full-Time
Reports To: VP of Operations

About the role

We're hiring a Sr Manager of Customer Experience & Fulfillment to own and scale the post-purchase customer experience across support, fulfillment, returns, and automation.

You'll lead a team of 13+ across managers, team leads, and frontline support reps while overseeing customer experience across email, chat, and phone. You'll also work closely with our internal warehouse, 3PL, supply chain, and operations teams to make sure fulfillment issues are caught quickly, escalated appropriately, and solved at the source.

This is a performance ownership role. You'll own the systems, standards, people, and metrics behind the customer experience, not just the support queue.

A major part of the role is building an AI-first support organization that can scale without adding headcount at the same rate as volume. We want to automate repetitive, transactional interactions aggressively while protecting the human moments that actually matter.

Automate the ordinary. Humanize the extraordinary.

Ideal Background

The strongest candidates for this role have led customer experience or support teams inside high-